Privacy Policy

This Privacy Policy describes how Heartful Crafts and its brands ("Heartful Diamonds", "Latch Hook Crafts", "we", "us", or "our") collect, use, and share your personal information when you visit our websites, place an order, or otherwise interact with us.

This policy applies to the following websites and services operated by Heartful Crafts:

• heartfulcrafts.com (this website)
• heartfuldiamonds.com
• latchhookcrafts.com

Information We Collect

Information you provide directly

When you place an order, create an account, sign up for our newsletter, contact our support team, or submit a contact form, we may collect:

• Name and email address
• Shipping and billing address
• Phone number (if provided)
• Payment information (processed securely by our payment providers — we do not store card details)
• Photos you upload for custom product creation
• Communications you send to us (support emails, form submissions)

Information collected automatically

When you visit our websites, we automatically collect certain technical information, including:

• IP address and approximate geographic location
• Browser type and device information
• Pages visited, time spent on pages, and navigation paths
• Referring website or source
• Cookies and similar tracking technologies

How We Use Your Information

We use the information we collect for the following purposes:

• Fulfilling orders: Processing and shipping your purchases, including creating custom products from uploaded photos.
• Customer support: Responding to enquiries, resolving issues, and processing returns or replacements.
• Communication: Sending order confirmations, shipping updates, and (with your consent) marketing emails about new products and promotions.
• Improving our services: Analysing website usage to improve our products, website experience, and customer service.
• Advertising: Showing relevant advertisements on third-party platforms based on your browsing activity (you can opt out — see below).
• Legal compliance: Meeting our legal and regulatory obligations.

Custom Photo Uploads

When you upload a photo for a custom kit, we use it solely for the purpose of creating your personalised product. Your uploaded photos are:

• Stored securely and used only for order fulfilment and quality assurance
• Not shared publicly, sold to third parties, or used for marketing without your explicit consent
• Retained only as long as necessary for order processing and customer support

Cookies and Tracking

Our websites use cookies and similar technologies to:

• Remember your preferences and shopping cart
• Understand how visitors use our sites (via Google Analytics)
• Deliver relevant advertising (via Google Ads and Meta/Facebook Pixel)
• Improve our email marketing (via Klaviyo)

You can manage cookie preferences through your browser settings. Disabling cookies may affect some website functionality.

Third-Party Services

We share your information with the following categories of third-party service providers, solely for the purposes described above:

• E-commerce platform: Shopify (order processing, hosting)
• Payment processors: Shopify Payments, PayPal (secure payment processing)
• Shipping and fulfilment: Third-party fulfilment partners (shipping your orders)
• Email marketing: Klaviyo (newsletters, promotional emails)
• Analytics: Google Analytics (website usage data)
• Advertising: Google Ads, Meta (Facebook/Instagram) advertising platforms
• Customer support: Gorgias (support ticket management)

Each of these providers has their own privacy policy governing their use of your data. We do not sell your personal information to third parties.

Your Rights

Depending on your location, you may have the right to:

• Access the personal information we hold about you
• Request correction or deletion of your personal information
• Opt out of marketing communications at any time
• Opt out of targeted advertising
• Lodge a complaint with a data protection authority

To exercise any of these rights, please contact us at hello@heartfulcrafts.com.

Data Retention

We retain your personal information for as long as necessary to fulfil the purposes described in this policy, comply with legal obligations, resolve disputes, and enforce our agreements. Order data is generally retained for the duration required by applicable tax and commercial law.

Data Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. This includes encryption of data in transit, secure storage practices, and regular security reviews.

Children's Privacy

Our services are not directed at children under the age of 16. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us and we will take steps to delete it.

International Transfers

As we operate internationally and work with service providers in various countries, your personal information may be transferred to and processed in countries other than your country of residence. We take appropriate safeguards to ensure your information is protected in accordance with this policy.

Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on this page with a revised "last updated" date. We encourage you to review this policy periodically.

Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us:

• Email: hello@heartfulcrafts.com
• Location: Melbourne, Australia